Policy
GO2 Health “The Company” values feedback from patients, including complaints, as an opportunity to improve our services. Complaints are handled promptly and respectfully, without discrimination or prejudice, with a focus on resolution and system improvement, and in accordance with privacy and confidentiality requirements.
All practice team members are familiar with our complaints resolution process and can describe it to patients and other team members when required. Contact details for state or territory health complaints agencies are made readily available to patients in the event that we are unable to resolve their concerns.
The practice team endeavour to ensure our patients feel confident that any feedback or complaints provided to the practice will be handled swiftly and appropriately.
Purpose
This policy outlines how our practice manages patient complaints to improve the quality of services we provide. The Company is committed to providing safe, high‑quality care and ensuring patients feel comfortable raising concerns without fear of negative consequences.
Scope
This policy applies to all GO2 Health employees, contractors and volunteers.
How Patients Can Make a Complaint
Patients, carers and other relevant parties are encouraged to raise any concerns with the practice team directly. Those wishing to provide feedback can do so:
- in person with any staff member,
- by phone,
- in writing (feedback form, letter or email),
- via our website ‘contact us’ form, or
- through external bodies, such as the Office of the Health Ombudsman (OHO) or Australian Health Practitioner Regulation Agency (AHPRA) for concerns about registered health practitioners
Information about how to provide feedback is also displayed in the waiting room and on our website.
Complaints Handling Process
Acknowledgement:
Every patient, carer or other visitor has the opportunity to provide feedback at any time. We collect patient feedback on an ongoing basis and through an external survey provider, such as CFEP Surveys, every 3 years.
Complaints are acknowledged as soon as possible and within two business days (if contact details are provided). Anonymous complaints are accepted and reviewed to the extent possible.
Assessment and Management:
Complaints are triaged based on urgency, risk, and complexity. Straightforward issues may be resolved immediately by the staff member involved. However, more complex or serious complaints are escalated to Practice Management and will be discussed with the senior management team where required.
Investigation:
Relevant information is gathered for review, including staff accounts, patient statements and any related documentation. Investigations are conducted impartially and with respect for all parties. Staff members may be required to assist with investigations.
Response:
Patients receive a clear explanation of findings and any actions taken (where contact details are provided). Where appropriate, an apology or acknowledgement of distress is offered. If the patient is dissatisfied with the outcome, they are informed of their right to escalate the matter to the OHO.
Documentation:
All complaints and outcomes are recorded in the patient’s fie as well as the Complaints Register. These records are stored securely and separately from clinical notes.
Continuous Quality Improvement:
Complaints are reviewed regularly to identify trends or areas for improvement. Significant issues are discussed in team meetings and may lead to updates in policies, workflows, or staff training.
Actions taken in response to complaints are documented as part of the practice’s quality improvement activities
Staff Responsibilities:
- All staff must respond to patients with courtesy and professionalism when receiving a complaint.
- Practice Management oversees the complaints process, maintains the Complaints Register, and ensures timely follow‑up.
- Principal GP or delegated senior clinician reviews clinical complaints or those involving clinical risk.
- Administrative Staff receive training on complaint handling processes as part of induction and ongoing education.
Under the Health Services (Conciliation and Review) Act 1987, patients are encouraged to raise any concerns directly with the health service provider in the first instance. If the matter cannot be resolved to the patient’s satisfaction, the complaint may be referred to the Health Services Commissioner for independent review. Members of the public may also contact the Office of the Health Services Commissioner at any time for advice or to lodge a complaint.
In accordance with National and State Privacy Laws, including the Commonwealth Privacy Act, the Privacy Amendment (Private Sector) Act 2000, and the Health Records Act 2001, the Company must maintain and follow a formal complaints process for privacy‑related concerns, including those involving the Australian Privacy Principles (APPs).
All practice staff are expected to respond to complaints promptly and professionally as they arise. Depending on the nature of the issue and advice from our medical indemnity provider, complaints are documented and actioned appropriately. Where a complaint relates directly to patient care, a copy of the complaint and relevant correspondence is placed in the patient’s medical record.
All clinical staff and Practice Management are aware of their professional and legal obligations regarding the mandatory reporting of unprofessional conduct.
Procedure
Patients and other individuals are entitled to lodge complaints either verbally or in writing. Complaints may be made anonymously, and doing so will not affect the patient’s care in any way. All staff must be prepared to respond to complaints promptly and professionally to minimise patient distress.
When receiving a complaint, staff must follow this procedure:
- All complaints are taken seriously, no matter how trivial they may seem.
- Verbal complaints should be discussed in a private area of the practice to protect confidentiality.
- Patients should be offered the option to complete a formal complaint form, which they may choose to accept or decline.
- Staff must make a contemporaneous written record of all verbal complaints.
- All complaints must be reported to Practice Management as soon as practicable.
- The practice will investigate complaints where appropriate, doing so in an open, fair, and constructive manner.
- Staff members involved in a complaint will be given the opportunity to discuss the matter privately with Practice Management.
- Patients will receive a timely response, including information about the outcome of the investigation.
- Complaints are reviewed regularly at operations meetings to identify trends and opportunities for improvement.
If the matter cannot be resolved by the practice, advise the patient about how to contact the Complaints Ombudsman.
www.ombudsman.qld.gov.au
Ph: 1300 362 072
The National Privacy Commissioner is able to receive complaints concerning privacy issues. Complaints submitted here will have a response within 28 days.
National Privacy Commissioner
Privacy hotline 1300 363 992.
GPO Box 5218, Sydney NSW 2001
http://www.privacy.gov.au/complaints
Members of the public may make a notification to Australian Health practitioner regulation agency (AHPRA) http://www.ahpra.gov.au/ (AHPRA) about the conduct, health or performance of a practitioner or the health of a student. Practitioners, employers and education providers are all mandated by law to report notifiable conduct relating to a registered practitioner or student to AHPRA.
Resources:
RACGP 5th Edition Standards
QI1.2 A Our practice collects feedback from patients, carers and other relevant parties in accordance with the RACGP’s Patient feedback guide.
QI1.B Our practice analyses, considers and responds to feedback.
QI1.2 C Our practice informs patients, carers and other relevant parties about how we have responded to feedback and used feedback to improve quality.
C3.1 D Our practice has a complaints resolution process.
Supporting documents:
Business Operations Systems
Privacy Policy
